Senior Technical Writer | Security Content Developer

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

The ServiceNow Security Organization (SSO)  

The ServiceNow Security Organization (SSO) delivers world-class, innovative security solutions to reduce risk and protect the company and our customers. We enable our customers to migrate their most sensitive data and workloads to the cloud, accelerating our business so that we are the most trusted SaaS provider. We create an environment where our employees are proud to work and can make a positive impact 

The Senior Technical Writer | Security Content Developer will be responsible for developing and improving cloud security documentation that enables employees, customers, and partners to understand ServiceNow platform security.     

In addition to developing new documents, with a particular focus on AI initially, this role includes performing editorial review of existing collateral at a pre-defined cadence and improving collateral creation and maintenance processes.   

The successful candidate will be a creative and resourceful team player with the drive to deliver meaningful and engaging documentation on time in a fast-paced environment. They will have the flexibility to learn new topics quickly, as well as having experience with editing, documentation development, using Adobe Creative Cloud and Microsoft Office Suite. 

What you get to do in this role:   

Support the Security Training and Resources team in their mission to provide quality, up to date security content to equip ServiceNow’s partners, employees, and customers in elevating their knowledge of ServiceNow’s cloud and platform security.   

New Content 

• Create internal and external facing collateral with particular focus on AI in collaboration with security subject matter experts explaining complex technical information in a clear and concise manner. Collateral could be in the form of white papers, responses to industry changes or events, blog posts, presentations, knowledge base articles, etc.   
• Build collaborative relationships with security subject matter experts. Be a voice of clarity and take a consultative approach with our key stakeholders, ensuring consistency and consumability of message.  
• Set expectations with key stakeholders for collateral development project deadlines, roles, and responsibilities. 
• Drive on-time delivery of collateral to the highest standard. 
• Translate complex information and ideas into intuitive, engaging, and effective explanations, diagrams, and other content.   
• Ensure all collateral follows ServiceNow style, tone, and brand guidelines.   
• Own, maintain, improve, and document content creation processes   

Editorial Review 

• Own, maintain, improve, and document editorial review process. 
• Perform periodic editorial review of all collateral, including recommendations for refinement of structure and flow, ensuring completeness, consistency, and suitability for audience.  
• Make recommendations for future enhancements to existing collateral based on editorial review and/or in response to industry, regulatory, or product changes.  

Communications  

• Create and publish key messaging on behalf of the team (changes to collateral, new collateral, updates to processes, etc.) for employees and partners in various delivery channels tailored to each audience.  
• Own, develop, maintain, improve, and document communication processes.  
• Measure and report communication metrics.  

Qualifications

Requirements:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry. 
• A minimum of 6+ years in a similar or appropriately relevant role required. 
• Bachelor's degree in English language, journalism, communications, or a related field preferred but will consider applicants with equivalent work-related experience.   
• Expert in Adobe InDesign, including the ability to quickly a